We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5097923
31 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5097923 Complaint Ms S is unhappy that Chase declined to reimburse her after she lost money to an investment scam. Background In late 2023, Ms S came across an advertisement on a social media platform promoting the services of an investment company. Interested in the opportunity, sh... (3 pages)View decision -
Decision Reference DRN-5337530
31 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5337530 The complaint Mr W’s complaint is about the handling of a claim for a damaged washing machine under his appliance insurance policy with Domestic & General Insurance Plc. (“D & G”). What happened Some of the communications with D & G in relation to this claim were... (5 pages)View decision -
Decision Reference DRN-4886109
31 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-4886109 The complaint Miss T is unhappy with the quality of a car supplied by Black Horse Limited using a hire purchase agreement. What happened In January 2024, Miss T entered into a hire purchase agreement with Black Horse for a used car. The car was around four years old and had ... (2 pages)View decision -
Decision Reference DRN-5381687
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5381687 The complaint Mr K complains that American Express Services Europe Limited (AESEL) hasn’t honoured a 60,000 points promotion he believes he is eligible for. What happened Mr K received an email which said he would receive 60,000 bonus Avios points if he took out an American ... (2 pages)View decision -
Decision Reference DRN-5446227
31 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5446227 The complaint Mr H believes a car supplied to him under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. When I refer to what Mr H or Black Horse have said or done, it should also be taken to include things said or done on thei... (6 pages)View decision -
Decision Reference DRN-5136747
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5136747 The complaint Mrs K complains Revolut Ltd didn’t do enough to protect her when she fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events ! $ * In July 2023 Mrs K was tricked into ... (5 pages)View decision -
Decision Reference DRN-5412476
31 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5412476 The complaint P has complained about Covea Insurance Plc’s decision to turn down its claim for damage to a building under a Golf Club Insurance Policy. Any reference to Covea includes its agents. P is represented by F. What happened The roof of the greenkeeper’s shed, whi... (2 pages)View decision -
Decision Reference DRN-5250013
31 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5250013 The complaint Mr M complains CA Auto Finance UK LTD (CA Auto) irresponsibly entered into a personal contract purchase (PCP) agreement because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable and sustainable for him. What happened ... (8 pages)View decision -
Decision Reference DRN-5241275
31 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5241275 The complaint Ms K complains that Royal & Sun Alliance Insurance Limited (“RSA”) didn’t respond to emails relating to her buildings insurance claim. What happened Ms K held a buildings insurance policy with RSA. She made an escape of water claim in 2022. There were sign... (3 pages)View decision -
Decision Reference DRN-5173865
31 Mar 2025 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-5173865 The complaint Mr E, through his representative, complains about advice he received from Insight Financial Associates Limited (Insight) in 2013. Although represented in this matter, for ease of reading, generally all references to Mr E will include submissions by his represe... (9 pages)View decision
